Monique Sasso
Suffolk,VA
Summary
Dynamic professional with a proven track record at Capital One, adept in streamlining escalation processes and enhancing customer experience. Excelled in roles requiring problem-solving abilities and team building, significantly improving team efficiency and customer satisfaction. Skilled in spreadsheet tracking and fostering customer relations, demonstrating reliability and multitasking prowess in high-stakes environments.
Overview
17
17
years of professional experience
Work History
Senior Escalations Manager
Capital One
02.2015 - Current
- Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
- Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible.
- Streamlined escalation processes for quicker issue resolution and improved customer experience.
- Implemented new training programs to equip team members with skills necessary for handling challenging situations effectively.
Mental Health Technician
Central State Hospital
02.2008 - 04.2014
- Performed scheduled patient safety checks and documented results to establish patients' well-being.
- Helped patients with meals, activities of daily living (ADLs) and facility transfers to promote security and patient well-being.
- Provided crisis intervention and de-escalation techniques for patients experiencing emotional distress or exhibiting aggressive behaviors.
- Applied de-escalation and limit-setting techniques to promote patient cooperation.
Education
GED -
Monticello Adult Center
Monticello, NY12-2002
Skills
- Spreadsheet tracking
- Record preparation
- Reporting and documentation
- Form processing
- Problem-solving abilities
- Multitasking
- Customer Relations
- Reliability
- Team building
Timeline
Senior Escalations Manager
Capital One
02.2015 - Current
Mental Health Technician
Central State Hospital
02.2008 - 04.2014
GED -
Monticello Adult Center
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